Maulik Patel

Experience

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  EClinicalWorks

  Dec 2012 - Feb 2018

  Domain: Healthcare IT• Led technical support team with more than hundreds of clients and provided technical support from level 1 to 3 through phone, email, chat and remote connection with more than 94% C-SAT and 68% First Contact Resolution • Assisted users and team with configuration and troubleshot CRM software application errors using browser developer tools, Javascript debugging, analysed requests/response and HTML data, and SQL operations• Analysed and identified application errors related to Apache Tomcat web server using application logs and made appropriate system configuration changes in web server parameters • As a part of analysis and problem solving, executed optimized complex queries to identify and fixed any issues with the schema, indexing and database of MySQL and MS SQL Server• Led and mentored 12 to 15 technical support engineers and supervised their KPIs with more than 90% C-SAT• Worked as a Subject Matter Expert (SME) and conducted training sessions for team members• Troubleshot and fixed issues related to FTP and SFTP functionalities within the software on different Windows and Linux based FTP solutions like Isilon, Serv-u, FileZilla and MSFTP• Reviewed application logs, JAVA errors logs, JAVA code to identify error patterns and anomalies Show less Domain: Healthcare IT• Provided technical support from level 1 to 3 to hundreds of end-users of the United States hospitals to solve their technical, non-technical and network issues in cloud-based software applications• Performed analysis of application/data (MySQL & MSSQL) errors, software installation, implementation, interface integration for efficient use of CRM features such as Customer Database, Appointment Management, E-Prescribing, Customer Service and Support Tracking and Patient Portal • Managed customer escalations with cross-functional teams to solve the application errors from the root with more than 90% of C-SAT and tracked them into ticketing system• Prepared knowledge base documents of software and application errors with detailed troubleshooting and resolution steps which reduced resolution time of other team members by 62%• Executed complex SQL (MySQL & MSSQL) queries to create, update and retrieve data in solving software errors• Customised business optimiser reports by using meta data and drilling down patient records, insurances, billing, and hospital revenue data to improve healthcare quality and affordability Show less

  • Software Specialist- Team Lead

    Dec 2014 - Feb 2018

  • Technical Support Specialist

    Dec 2012 - Dec 2014
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  Austraffic

  Mar 2018 - Jan 2022

  Business Data Analyst

  Domain: Traffic and Transport• Processing, analysing and generating reports of Travel Time, Parking , Number Plate Data for Origin Destination (OD), and Travel Time (TT) using Traffic and Transport Data Analysis software• Using MS Office suite of tools including Excel, MS Access, SQL and other GIS format data sets, generating reports which provide accurate information on traffic and transport conditions for planning and design to manage traffic flow• Identifying project requirements, scope and analysing business processes to reduce data collection time by 68%• Applying Agile methodology to accommodate changes and additional business requirements by maintaining more than 99% data accuracy• Doing 'As Is-To Be' process analysis to decrease project cost by 18% and to maintain customer satisfaction more than 95%• Planning of projects by doing requirement analysis and preparing project proposals for the clients such as VicRoads, Transport for NSW, RMS, Level Crossing Removal Project and several councils across Australia• Doing data cleansing and converting data into actionable insights by providing 12 types of AustRoads Vehicle Classification Show less

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  Deloitte Australia

  Mar 2019 - Nov 2019

  Business Analyst

  Domain: Finance TransformationProject: To develop prototypes, a solution for the Worawa College, Victoria to improve their existing business processes by introducing automation in timesheet and payroll management.• Translated stakeholder requirements into over 10 different tangible deliverables such as functional specifications, user cases, user stories, workflow/process diagrams, data flow/data model diagrams• Provided prototypes through Adobe XD and Marvel, and forecasted 40% reduction in pay rollout time• Created business intelligence reports on Power BI from data dump taken from MYOB to make correct decisions for Worawa board members Show less

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  Usage Business Solutions

  Jan 2022 - now

  Technical Consultant